Park and resume an email interaction

Prerequisites
  • Conversation > Email > Parking permission
  • Conversation > Communication > BlindTransfer permission

Genesys Cloud allows you to park an email interaction and then later resume, or unpark, the interaction.

Park an email interaction

To park an active email interaction, above the message, click Park . The email interaction leaves your Conversations roster and appears under the Parked Conversation tab in List View.

Notes:
  • If a customer sends an additional message to a parked interaction, Genesys Cloud removes the interaction from Parked Conversations and returns it to your active Conversations roster.
  • If you park an email interaction for more than seven days, Genesys Cloud removes the interaction from Parked Conversations and returns it to your active Conversations roster.
  • Each person can park up to ten emails; however, there is no limit to the number of parked emails for queues,  divisions, or organizations.

Resume an interaction

To resume, or unpark, an email interaction, follow these steps:

  1. From the sidebar, click List View .
  2. Click Parked Conversations.
  3. Under Action, click Resume Work . The email interaction returns to Interactions under your Conversations roster.